ServiceNow Business Consultant

This is a fully remote position, open to applicants in India.

📋 Description

• Within the first 30 days, inventory, classify, and prioritize the existing ITSM backlog based on size, age, module, and business impact.

• Establish a baseline for backlog burn-down.

• Transform raw demand into well-defined stories complete with acceptance criteria.

• Conduct refinement sessions with client process owners.

• Map the current-state ITSM processes and identify as well as quantify opportunities for process improvements.

• Define and publish metrics related to sprint velocity, commitment reliability, and quality.

• Take ownership of the data that supports the weekly client status narrative.

• Design and manage the UAT process in collaboration with client stakeholders.

• Safeguard releases against scope and quality surprises.

• Collaborate daily with the client’s operational lead and platform architect.

• Cultivate a trusted-advisor relationship with the client.

⛳️ Requirements

• 9–12 years of relevant experience.

• Over 6 years in ServiceNow business analysis or process consulting roles.

• Proven ownership of extensive ITSM backlogs, including intake models, prioritization frameworks, and refinement practices at an enterprise scale.

• Strong working knowledge of the ServiceNow ITSM data model and configuration principles.

• ITIL v4 Foundation certification or higher.

• Experience in defining delivery metrics such as velocity, throughput, and defect escape rate.

• Proven ability to present delivery metrics to client leadership.

• Exceptional facilitation and written communication skills.

• Experience in regulated industries such as medical devices, pharmaceuticals, or healthcare is preferred.

• Familiarity with Now Assist / AI-assisted ITSM workflows is preferred.

• Experience working in a co-delivery model alongside a consulting prime is preferred.

• ServiceNow CSA certification is preferred.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work environment and schedule.

• Competitive salary and performance-based incentives.